Location Manager

Bliley's•Richmond, VA

20d

About The Position

For more than a century, Bliley’s Funeral Homes & Cremation Center has stood for service, trust, and professionalism. As we continue to grow, joining our team means being part of a legacy of care and a culture where every associate contributes to the experience families remember. We seek individuals who hold themselves to a high standard and find meaning in helping others. Summary of Job Function The Location Manager oversees daily operations at one of Bliley’s funeral home locations, ensuring exceptional service delivery, team performance, and facility readiness. Key responsibilities include leading associates, managing schedules and budgets, supporting family satisfaction, and representing Bliley’s in the community. This role requires strong leadership, funeral industry expertise, and a commitment to Bliley’s standards and values. Essential Job Functions The associate must be able to perform the following essential functions with or without reasonable accommodation: Communicate with families, associates, and external partners with compassion, professionalism, and discretion. Provide clear, timely updates and follow-through to support a consistent family and team experience. Manage multiple priorities (staffing, facility needs, vendors, and timelines) with accuracy and urgency. Coordinate with funeral directors and location teams to ensure services are prepared and executed as planned. Communicate changes quickly to prevent service or workflow disruptions. Follow applicable laws and standards governing funeral service and location operations. Complete documentation accurately and on time, consistent with legal requirements and company policy. Support client family satisfaction goals established by the organization. Maintain reliability, punctuality, and responsiveness to operational and service needs.

Requirements

Licensed in Virginia as a Funeral Service Licensee or Funeral Director (at least 2 years).
Working knowledge of laws (state, local, federal) and OSHA requirements for funeral and cremation services.
Maintain a professional appearance consistent with company standards.
Demonstrate a professional demeanor and strong verbal and written communication skills.
High degree of sensitivity, compassion, and care for decedents, their families, the community, and fellow associates, regardless of diverse backgrounds and presentations.
Strong knowledge of funeral ceremonies, industry-related merchandise, and personalization options.
Ability to present merchandise and personalization options effectively.
Excellent working knowledge of embalming, preparation, and restoration of decedents.
Proficient use of cosmetics and restorative supplies.
Proficient computer skills (including Microsoft Outlook, Passare, Paylocity, and basic Internet navigation).
Strong attention to detail.
Ability to manage multiple tasks while meeting job requirements.
May be required to carry, push, and/or pull items weighing 25–75 pounds and frequently lift items in that range, with occasional lifting of 75–125 pounds, with or without reasonable accommodation.
The role involves periodic exposure to emotionally sensitive situations, including interactions with grieving families and the deceased, and requires professionalism and respect at all times. The position may require the ability to stand, walk, bend, stoop, and move throughout the facility for extended periods, with or without reasonable accommodation. Consistently compassionate and professional conduct is required when interacting with families, the public, vendors, and team members.
This position is a 40+ hour per week role with a varied schedule and may require nights and weekends. On-call availability is required based on business needs.

Nice To Haves

Previous supervisory experience (strongly preferred).

Responsibilities

Champion The Bliley’s Way – “guiding our community through grief with ritual, education, and compassion” – throughout the organization.
Supervise and manage assigned full- and part-time associates (e.g., Funeral Directors, Office Managers, Funeral Care Coordinators, Apprentices, and Receptionists)
Create and maintain an environment in which associates can thrive.
Coach effectively by providing feedback, reinforcing training initiatives, and maintaining accountability to Bliley’s performance expectations.
Use Client Family Survey data to coach and mentor Funeral Directors, Funeral Care Coordinators, and other associates.
Ensure appropriate training for all location associates.
Review and approve time, labor, and PTO requests in accordance with company policies.
Lead daily team huddles.
Oversee comprehensive support of families throughout the planning and ceremony process
Initiate contact with bereaved families to schedule funeral arrangement conferences.
Conduct funeral arrangement conferences with families; respect cultural and religious preferences; provide appropriate guidance; and honor the decedent’s personhood.
Attend to details of the family experience, fulfill explicit requests, and when possible exceed expectations through thoughtful, appropriate gestures.
Maintain close contact with families throughout planning; provide proactive updates; address issues promptly; and ensure families feel connected and supported.
Handle a high volume and variety of calls professionally (e.g., first calls, imminent death calls, vendor/clergy calls, and community inquiries regarding services).
Complete administrative tasks, including obtaining death certificates; submitting obituaries; preparing printed materials; and coordinating other service logistics.
Coordinate with cemeteries, churches, clergy, and vendors; arrange military honors and police escorts; and confirm all service partners are aligned on timing and requirements.
Execute funeral arrangements thoroughly by confirming details are accurate and communicated to ceremony teams.
Guide families through their first encounter with their loved one at the funeral home by setting appropriate expectations and offering discreet support.
Support visitations by greeting guests, directing them to the appropriate viewing area, and ensuring needs are met.
Oversee chapel, church, graveside, and memorial ceremonies representing diverse religious and cultural practices; coordinate with officiants and clergy; and manage logistics.
Lead funeral processions safely and courteously, following planned routes and coordinating with law enforcement as needed.
Follow up with families after services to confirm expectations were met and to offer ongoing support.
Ensure compliance with all relevant laws governing the practice of funeral service.
Actively participate in ongoing training provided by trusted partners and effectively implement learned strategies and best practices across the team.
Achieve or exceed client family satisfaction goals by delivering service that reflects the company’s standards of care, professionalism, and excellence.
Mentor and train funeral service apprentices, as needed.
Conduct regular meetings with team members to maintain alignment and support, while providing individualized insights on performance metrics and progress toward goals.
Oversee accounts receivable by ensuring timely follow-up on outstanding balances and accurate documentation and collection in accordance with company policies.
Ensure complete and accurate documentation (including contracts and cremation authorizations) and compliance with all legal, regulatory, and company requirements.
Partner with the Fleet & Facilities Manager to oversee upkeep and maintenance of the building, grounds, and automobiles.
Manage facility scheduling for arrangement conferences, visitations, ceremonies, and receptions.
Ensure equipment and supplies are ready for use, cleaned, and returned to storage after use.
Participate in Operations Management communications, meetings, and the weekend coverage rotation.
Promote Bliley’s Funeral Homes and Cremation Center in the community.
Support additional business needs as assigned.
Serving as the Manager of Record for Bliley’s Cremation Center, including supervising its operator, operations, and facility.